Eliminate Check-Calls with Proactive ETAs
Goal
Success metrics
- Check-call reduction ≥ 80% vs baseline
- ETA accuracy ≥ 85% within ±10 minutes
- On-approach coverage ≥ 90%
Replace reactive status calls with proactive, automated notifications that keep stakeholders informed while reducing operational overhead and improving customer satisfaction.
Prerequisites
GPS pings ≤ 5 min when moving; facility geofences configured; traffic/weather integration.
Complete contact directory with communication preferences and opt-in confirmations.
SMS/email/API templates with throttle rules and delivery confirmation tracking.
Standardized codes for delay causes (traffic, HOS, dwell, weather, mechanical).
Baseline measurement
Measure current performance over the last 30 days before implementation:
| KPI | Current | Target | Data source |
|---|---|---|---|
| Check-calls per day | [fill] | −80% vs baseline | Phone/ticket logs |
| ETA accuracy (%) (±10 min) | [fill] | ≥ 85% | Visibility system |
| On-approach coverage (%) | [fill] | ≥ 90% | Visibility system |
| Ping freshness (min, P90) | [fill] | ≤ 5 | Telematics |
| Notification deliverability (%) | [fill] | ≥ 98% | Messaging platform |
Step-by-step SOP
Verify GPS/ELD + driver app ingestion; ensure NTP time synchronization across all systems.
Configure per-stop ETA calculation using truck-legal routing, facility dwell norms, and appointment windows.
Send automated alerts ≥ 15 minutes pre-arrival to designated contacts with accurate ETA and load details.
Auto-flag potential delays ≥ 30 minutes before appointment window; include specific reason codes.
Push delay/change alerts immediately to stakeholders and Driver Desk with updated ETAs and action items.
Implement geofence debouncing; throttle alert frequency; respect quiet hours per contact preferences.
On delay/reroute events, refresh ETA calculation and resend alerts within ≤ 2 minutes.
Watch real-time ping freshness and deliverability dashboards; escalate system issues immediately.
Weekly ETA bias analysis; adjust facility dwell parameters and routing preferences based on performance data.
Artifacts to prepare
stakeholder_contact_matrix.csvContact preferences and notification routingnotification_templates.csvMessage templates for different scenarios- Geofence debounce rulesEntry/exit hysteresis and throttling configuration
Common failure modes & fixes
| Symptom | Likely cause | Quick fix | Prevention |
|---|---|---|---|
| Stale GPS | Offline devices | Nudge driver; fallback to schedule | Freshness badge, device QA |
| Over-alerting | No throttles | Enable throttles & grouping | Quiet hours, contact preferences |
| ETA drift | Outdated dwell norms | Retrain dwell weekly | Exclude outliers |
| Geofence misfires | Poor polygons | Tighten polygons | Entry/exit hysteresis |
Audit & evidence
Retention requirements
Retain alert logs (payload, recipients, delivery status) for ≥ 12 months. Produce monthly KPI reports with baseline comparison and sample sizes.
- Alert logs: ≥ 12 months
- ETA accuracy data: ≥ 90 days rolling
- Delivery confirmations: ≥ 30 days
Done-when criteria
Success milestone
30 consecutive days with all targets met:
- • ≥ 80% check-call reduction vs baseline
- • ≥ 85% ETA accuracy within ±10 minutes
- • ≥ 90% on-approach coverage
- • ≤ 5 minute ping freshness (P90)